About DS/CX - Yaniv Michaeli
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Transcript of About DS/CX - Yaniv Michaeli
DS | CX
DS | CX
DS | CX
DS | CX
Yaniv Michaeli
UX guide & mentorCreating digital experiences since 1998Lead the UX groups @ Netwise & Matrix
DS | CX
Model of thought
DS | CX
Digital Customer
Experience
ResearchStrategyConcept
Why? What?How?
PersonNeed
Situation
DS | CX
DS | CX
Strategy
Technology
Customer
Operations
DS | CX
Peaks & Valleys
It’s all about emotions
DS | CX
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DS | CX
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DS | CX
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Service
DS | CX
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DS | CX
Wait
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Service
DS | CX
Project flow
DS | CX
Brief: vision & goals
Research: customer needs
Research: market reference
DS | CX
IDEA
IDEA
IDEA
Concept
DS | CX
Design and Interaction
Content
